Customer Journey Mapping: A Guide for Businesses
BirdEye
SEPTEMBER 20, 2020
Here's how you can start mapping your customer journey.
September, 2020
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5 Ways to Reimagine Customer Experience in the Time of COVID-19
GetFeedback
SEPTEMBER 27, 2020
A look into the new-normal customer and how to meet their evolving expectations.
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4 C’s of CX Culture: How Well is Your Company Doing?
Experience Investigators by 360Connext
SEPTEMBER 22, 2020
What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. It’s a fact that delivering a great customer experience makes brands’ bottom lines brighter, too.
Is Your Professional Services in Alignment with Your Experience Management? Part I
eglobalis
SEPTEMBER 14, 2020
Professional Services in Alignment with Your Experience Management , customer success. The post Is Your Professional Services in Alignment with Your Experience Management? Part I appeared first on Eglobalis.
Campaigns that Click: Practical Personalization Strategies to Boost ROI
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Customer Service Fact #1 – Tip #17
Steve DiGioia
SEPTEMBER 24, 2020
There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. These are certainly true. But for me, this is… Customer Service Fact #1. I realize that my paycheck comes from the customers who buy my product or service.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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It’s the Journey That Matters: Improving Customer Experience and Loyalty
Storyminers
SEPTEMBER 2, 2020
Becoming Alida: Q&A with Senior Director of Brand, Kristin Dorsey
Alida
SEPTEMBER 28, 2020
Q&A with Senior Director of Brand, Kristin Dorsey.
Customer and Employee Criticism: Your Leverage Tool for Growth
eglobalis
SEPTEMBER 8, 2020
Use Criticism to Improve Your Customer Experience and employee experience products and services. The post Customer and Employee Criticism: Your Leverage Tool for Growth appeared first on Eglobalis.
Enterprise ABM Marketing Tools: A Marketers Guide
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
What’s Valuable To Your Customer? – Tip #14
Steve DiGioia
SEPTEMBER 3, 2020
Remember that Seinfeld episode when George was charged a fee for not calling to cancel his doctor’s appointment? The reason: the doctor’s time is important and has “value”. If you can’t make your appointment it’s a loss of revenue for the doctor. Ok, that makes sense. But doesn’t the customer’s time have value too? As a service provider: Do you value your customer’s time?
Guest Blog: Emphasizing the Human Side of Remote Work
Calabrio
SEPTEMBER 9, 2020
The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Let’s face it, the workplace will forever look different. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had.
How to Design an Omnichannel CX Program That Beats the 67% Failure Rate
NICE inContact
SEPTEMBER 27, 2020
Nearly 70% of companies fail at designing omnichannel CX. To beat the odds, follow these 5 steps to creating a future-proof omnichannel CX program that supports seamless channel hopping across any channel your customer prefers.
How Do You Deliver Connected Experiences In the New Normal?
GetFeedback
SEPTEMBER 20, 2020
Adapt your CX program to COVID-19 and continue to deliver great connected experiences.
The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Why a CX Mission Matters — And How to Create One
Experience Investigators by 360Connext
SEPTEMBER 2, 2020
How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently? And others get it so wrong because there is no consistency? The answer is a Customer Experience Mission.
Boosting Field Service Efficiency with Augmented Reality
TechSee
SEPTEMBER 22, 2020
Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. Many are meeting this challenge by tapping into the power of Augmented Reality (AR), which displays on-screen graphical information over a physical environment. AR is being used to boost field service efficiency by enabling remote technicians to guide their customers through many issue resolution processes, and by providing remote expert support t
This Is Why You Can’t Fill That Position
Steve DiGioia
SEPTEMBER 14, 2020
You have a “hard to fill” open position at your job. Even after interviewing candidate after candidate, the spot has been vacant for over 6 months and you wonder if they’ll ever find someone. To make matters worse, you’ve listened to your HR recruiting manager complain for weeks about “not finding enough qualified applicants” But in reality, this is why you can’t fill that position.
Top 10 reasons to use panel respondents for your survey
QuestionPro Audience
SEPTEMBER 24, 2020
Who are panel respondents? Panel respondents, also known as an online sample or sample respondents, are pre-recruited people who respond to online research surveys. Panel respondents are chosen from a pool of people who’ve agreed to respond to market research surveys. Online survey software has expedited recently. This advancement has seen tremendous growth in using panel members around the globe to answer research surveys.
4 HR Priorities for 2025 to Supercharge Your Employee Experience
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
The Importance of Customer Service to the Customer Journey
Lumoa
SEPTEMBER 16, 2020
There’s no denying that customer journey and customer experience are hugely important to the success or failure of a business. You want to keep your customers happy. This has been true since human beings began trading currency for services. And while the means by which we market and serve our customers has undergone a number of changes in the past, the concept of the customer journey has remained important.
The 4 Elements of Great Digital UX
GetFeedback
SEPTEMBER 7, 2020
A comprehensive guide to delivering great digital user experiences and measuring your success.
Why We Think Things Are Good When They Are Bad
Beyond Philosophy
SEPTEMBER 10, 2020
Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. We discussed this phenomenon in a recent podcast and how we all do this. For example, I think the Luton Town Football Club is the best team in the world.
2024 State of Customer Education Report
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
What Do They Think of Me? – Tip #16
Steve DiGioia
SEPTEMBER 17, 2020
Our actions, mannerisms, speech, style of dress, and a host of other characteristics are being judged by those around you – all the time. And, regardless of what message we think we give, its others who make assumptions which we’re judged against. Whether they’re correct or not, an impression is made based on the unconscious signals we send. So, what do they think of me, or you?
What’s in a Speaker’s Kit
Storyminers
SEPTEMBER 8, 2020
What a speaker’s kit should contain and how to organize one. A Speaker’s Kit is a multi-page summary for meeting planners and event owners that gives them a quick overview of what an individual can do for them (and their event). At a minimum, a speaker kit should contain: Name. Headshots. Contact Info. Bio + Backstory. Speaking Topics. Other Services.
Guide on How to Measure Customer Loyalty
Lumoa
SEPTEMBER 8, 2020
Do you remember punch cards? They were often a staple of sandwich shops and ice cream parlors. After so many visits, you would be the lucky recipient of a free item. What a thrill it was to present your fully punched card, then immediately start on the next. Simpler times, right? Measuring customer loyalty these days is a little more complex. Long gone are the days of punch cards.
Customer Service Surveys: What to ask?
GetFeedback
SEPTEMBER 28, 2020
Learn how to build customer service surveys and create an exceptional customer experience that will help your business thrive.
Less Stress, More Success: Accounting Best Practices & Processes for 2025
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.
Make it Easy - Give Customers the Support Experience They Expect and Value
NICE inContact
SEPTEMBER 22, 2020
In the first post of this three part series, Effective Customer Service Can be the Key to Small Business Growth, we talked about how small businesses need to protect their existing customer base if they want to achieve meaningful, sustainable growth. Providing effective customer service, in which issues are solved competently during the first contact, is a good step in this direction.
Call center cost reduction strategies
TechSee
SEPTEMBER 29, 2020
Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels.
The Humble Manager – Tip #15
Steve DiGioia
SEPTEMBER 10, 2020
I’ve always told my staff that I’m not perfect, I don’t know it all, and that I make mistakes. I too have a lot to learn. Is this a mindset of a weak manager? I don’t think so. Instead, the humble manager is realistic and open to suggestions. I used to love watching the faces of new employees when I tell them that I want to hear their thoughts and views of “how we do things here”.
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